topic Re: Direct Debit not taken in Account and services

Direct Debit not taken

Alexh1234 — Tue, 30 May 2023 11:29:19 GMT

My direct debit was not collected this month despite there being no changes being made to this. I have not changed bank accounts and when I have checked the direct debit set up on here, the account details are correct. Does anyone know why this is? I have tried to contact the Livechat on multiple occasions and each time it says 'no operators available'.

Re: Direct Debit not taken

Eddie91 — Tue, 30 May 2023 20:58:17 GMT

I’ve had the same. When I phoned they told me they’d try again in 7 days. Annoying as I had money in the account

Re: Direct Debit not taken

Eddie91 — Wed, 31 May 2023 08:15:12 GMT

I have just spoken to three. Problem is with DD due on 24/25th they are working to resolve the problem. Service will not be stopped on affected accounts

Re: Direct Debit not taken

Alexh1234 — Wed, 31 May 2023 09:52:15 GMT

Thanks for your help. I've paid manually because they sent quite a threatening message despite it seemingly being their error so hopefully it at least goes to credit next month if they take it again

Re: Direct Debit not taken

JonathanB — Wed, 31 May 2023 15:03:09 GMT

Hi @Alexh1234, @Eddie91,

I'll send you each a PM that will link you to a support team that can provide further support and advice about this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Direct Debit not taken

musicman123 — Fri, 14 Jul 2023 14:32:07 GMT

Has problem been fixed.my direct debit not been taken last 2 months.had to pay over the phone

Re: Direct Debit not taken

LCCL — Thu, 31 Aug 2023 08:20:59 GMT

I had this same issue, my May 2023 direct debit was not collected. Three assured me they would sort it, I continued to receive threatening messages stating that I would have my phone disconnected for failure to pay. I made a complaint and received minimal compensation.

Be aware...My credit report has been affected as Three have reported it as a missed payment. My credit score has now reduced and this will have a major affect going forwards when trying to obtain things like a mortgage. Check your credit reports!

Re: Direct Debit not taken

Madmelly76 — Fri, 01 Sep 2023 22:33:43 GMT

My credit score has also been affected by this error. My credit karma score has dropped by 30 points taking me to fair instead of good. I am livid!! When I spoke to them over chat a couple of weeks ago they said it wouldn't affect my score as it's a known problem. Three needs to sort this! I've raised a dispute with transunion so I suppose I'll have to wait and see what they say.

Re: Direct Debit not taken

KylaFoster — Sat, 18 Nov 2023 18:39:55 GMT

Hi, this happened to me in May too but I've only just come across this. This has caused me such issues as I haven't been able to remortgage because of my credit report and now I'm finding out that it was your error. I spoke to you a number of times who reassured me it was resolved and would not affect my credit report but it has. What can be done about this? If 3 can't do anything then can I send this to the credit referring agencies to get it changed?

Re: Direct Debit not taken

JohnM — Tue, 21 Nov 2023 17:27:29 GMT

Hello @KylaFoster,

We are deeply sorry how this situation has affected you, this is not what we want for our customers!

I have sent you a PM you a direct link to our specialist team who can support with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

John M

Re: Direct Debit not taken

WendyM — Wed, 29 Nov 2023 15:11:58 GMT

Hi John,

Could I kindly ask for the same PM and/or link to speak to the specialist team as well.

I've had the same issue due to problems with direct debit collection.

Thank you.

Re: Direct Debit not taken

Madmelly76 — Thu, 30 Nov 2023 10:47:57 GMT

I was told by these guys that it wouldn't affect my credit score because it was their fault, alas, all credit agencies have dropped my score due to missed payments regarding three and I've disputed them but so far, one has come back as it still stands because three won't take responsibility for it. They also failed to take 2 payments from dd around May time. I'm paying via debit card now when due as I just don't trust them anymore with my bank details. I've had nothing but hassle since joining three, as soon as my contract is up, I'm outta here.

Re: Direct Debit not taken

WendyM — Thu, 30 Nov 2023 12:42:38 GMT

Hi Jonathan,

Could I kindly ask for the same PM and/or link to speak to the specialist team as well.

I've had the same issue due to problems with direct debit collection.

Thank you.

Re: Direct Debit not taken

JonathanB — Thu, 30 Nov 2023 16:01:56 GMT

Hi @WendyM,

Of course, happy to get you in touch with some more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Direct Debit not taken

Jq — Sat, 02 Dec 2023 10:16:00 GMT

Could I have the same pm please. 3 have failed to collect my direct debit and put a mark against my credit record.

Re: Direct Debit not taken

Jq — Sun, 03 Dec 2023 12:17:18 GMT

2nd request. Could I please have the detailsof the support team to get my credit record corrected please?

Re: Direct Debit not taken

Jq — Sat, 09 Dec 2023 08:56:42 GMT

3rd request. Could you please pm me the contact details to have my credit file corrected. Thanks

Re: Direct Debit not taken

JonathanB — Mon, 11 Dec 2023 11:29:50 GMT

Hi @Jq,

I'm sorry your earlier messages slipped by me. If there's been an issue with your Direct Debit that has impacted your credit file we can certainly take a closer look. I'll send you the info for some colleagues who can help get this investigated.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Direct Debit not taken

ALRogerson — Sun, 10 Mar 2024 12:46:51 GMT

Same thing happening to me. Last 4 payments I made online. I'm losing the £5 discount, so not happy. I won't volunteer anymore payment, it sounds like my credit is already affected so they can cut me off or sort out the debit themselves. I won't pay cancellation fee. Also, the CPI charge increases are a joke. If they cut me off, I'll send the phone back. Customer services not helpful. Also paid for roaming and phone did not work in France. Settings correct and did everything the operator told me, still no reason as to why it did not work. Gave up and paid for a sim contract in France. I'm ready to go pay as you go.

Re: Direct Debit not taken

Montel — Thu, 14 Mar 2024 08:51:39 GMT

This has also happened to me and I cant get through to anyone. Can you please look into this for me